Work Item Live View

The Work Item Live View (WILV) widget displays all open email work items, along with each item’s status and details.

1. Mailbox Search: Allows search for a specific mailbox name
2. List Search: Allows search for keywords within all work items
3. Retrieve: Allows agent to manually retrieve an email from the list. Available emails for retrieval will appear in green. Select the email and click Retrieve.
4. Preview: Allows agent to preview an email item in the list. Select the email and click Preview.
5. Refresh: Click to refresh the mailbox view. This will update the list with new items that have been received, and remove items from the list that have been closed. Clicking the mailbox name will also refresh the view.
6. Status: Shows the status of the email item. Emails arriving in queue appear green. Emails owned by agents appear in red. Owned means the item is in the agent's inbox, and Suspended means the item has been suspended by the agent noted.
7. ID: Email Item ID
8. Destination Queue: Name of the email queue in which the email will queue out on. If no advanced routing applies to an email, it will land in the origin queue. If advanced routing applies, the destination queue name may not match the mailbox name.
9. From: The sender’s email address
10. Subject: The email subject line
11. Created: Email creation timestamp. This timestamp is based on when the email is received into CT Suite.
12. Expires: Expiration date/time for an email in Suspended state. Once expired, the email will return to the queue for the next available agent.
13. Priority: Email items marked as high priority will be tagged . High priority items are sorted to the top by default.
14. Set Auto Refresh: (Only available in Flex) Allows the agent to set an auto refresh frequency.